Is an NCR required in this Customer Complaint scenario?

  • Thread starter Divij Chandwani
  • Start date
D

Divij Chandwani

#1
#1
Hi Guys ...

I am happy to know that whenever I have any confusions on the implementation of ISO, I know I can easily come down here and get it clarified. Thanks to everyone for that.

My company has various business units and say for example, we talk about the industry business unit. We basically are getting orders from various clients and we collect the required materials from our suppliers and hand it over to the end customer. Now sometimes, the end customer faces defects in the product on delivery and sometimes they ask for substitutes of products.

Our suppliers are mostly our offices around the world. The business unit is maintaining a discrepancy complaint register highlighting each purchase order and the reason for the delay and what were the comments provided by the customer. The relevant closing date and all details are mentioned in this register.

But are individual NCR forms required for each entry in this register?
 
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D

Divij Chandwani

#3
#3
biboy2012 said:
What kind of raw material/component from your supplier in particular?
Click to expand...
Basically electrical equipment ...
The manufacturing department is in another country and not in our office ... we only send the request to them to send across the required materials ... but sometimes the customer receives damaged products and incomplete delivery ... for which Im asking if an NCR needs to be raised or not?
 
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B

biboy2012

#4
#4
Divij Chandwani said:
Basically electrical equipment ...
The manufacturing department is in another country and not in our office ... we only send the request to them to send across the required materials ... but sometimes the customer receives damaged products and incomplete delivery ... for which Im asking if an NCR needs to be raised or not?
Click to expand...
So, you are a distributor. Are the defects caused by your handling or manufacturer defects?
 
H

harry

Trusted Information Resource
#6
#6
Divij Chandwani said:
.................... But are individual NCR forms required for each entry in this register?
Click to expand...
The question you need to ask is whether you can achieve anything by doing so? If not, then it is pointless unless your procedure or agreement with your suppliers say otherwise. It is common practice for distributors to collect complaints and feedback to the suppliers/manufacturer just as you do (in the form of a log or register). It is up to the manufacturer to process these complaints according to their organizations practice.
 
B

biboy2012

#7
#7
Divij Chandwani said:
The defects are manufacturer defects ...
Click to expand...
Firstly, review your acceptance of supplier's delivery process, and your transportation chain (logistic). Secondly, review your SLA with manufacturer.

If the manufacturer is a department (like yours?) part of the organization, then you need to issue an NCR for credible complaints.
 
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